Delancey Haig - QBR
Documentfinal Delancey Haig · qbr_deck · final · 2025-06-03
Final QBR deck for Delancey Haig on the Growth tier, reviewing a term ending 2 Jul 2025. It reports a little over a quarter of 40 licensed users active, down on the prior quarter, no tickets and payments up to date.
What it says
What this says
Current to 11 Oct 26Final QBR deck for Delancey Haig on the Growth tier, reviewing a term ending 2 Jul 2025. It reports a little over a quarter of 40 licensed users active, down on the prior quarter, no tickets and payments up to date.
What it is: a Customer Success Manager QBR deck by Daniel Okafor for the review on 3 Jun 2025, marked Final. It also opens the renewal conversation for the term ending 2 Jul 2025.
Commits: it sets no contractual terms. The contract snapshot states "Contracted annual recurring revenue" of £42k, 40 licensed users and a nightly refresh "Completed by 07:00 on business days, as for every tier".
Unusual: the deck itself treats a quiet queue with softer usage as a warning, not good health. It names risks of falling active users and reliance on only a few people.
Not settled: it gives no renewal price or terms, and the actions are planned, not shown as done. The figure is the deck's own claim and is not checked against an executed order form or invoices.
As found in this document
Current to 9 Oct 26- Date end2 Jul 2025Source: object_read:doc_077_014
- Date renewal2 Jul 2025Source: object_read:doc_077_014
- Nightly refreshCompleted by 07:00 on business days, as for every tierCompleted by 07:00 on business days, as for every tier · Source: object_read:doc_077_014
The document
Body
Delancey Haig - QBR
Quarterly business review, Growth tier
Prepared by Daniel Okafor, Customer Success Manager, BB-Demo
Review date: Tuesday 3 June 2025
Status: Final
1. Agenda
- Where the contract stands
- How the brain is being used
- The value the team is getting
- Support and service
- Risks and opportunities
- Plan for the next quarter and the renewal
Thank you to everyone at Delancey Haig for the time. As always, I would like this to be a conversation, so please stop me wherever something does not match what you see day to day.
2. Contract snapshot
| Item | Position |
|---|---|
| Customer since | 3 Jul 2024 |
| Tier | Growth |
| Contracted annual recurring revenue | £42k |
| Licensed users | 40 |
| Current term ends | 2 Jul 2025 |
| Account owner (BB-Demo) | Priya Raman |
| Customer Success Manager | Daniel Okafor |
The Growth tier covers several teams, the dashboards builder and a quarterly review such as this one. The current term ends on 2 Jul 2025, so this review doubles as the first step towards the renewal conversation.
3. Usage
Read the whole document (5,206 characters)
| Measure | What we see |
|---|---|
| Licensed users | 40 |
| Active users, 30-day average | A little over a quarter of the licensed users |
| Change against the prior quarter | Down |
| Direction of travel | Softer than we would like |
What this tells us:
- The brain is being used, but by a minority of the people who hold a licence.
- The fall against the previous quarter is modest, but it is a fall, and we should understand it rather than assume it will correct itself.
- Most of the licensed headroom is unused, so there is room to bring more of the client-account directors and their teams in without any change to the contract.
What the usage figures do not tell us: who has stopped asking questions and why. That is the first thing I would like to learn from this room.
4. Value delivered
Delancey Haig bought Growth so that client-account directors could see each client's vacancies, placements, invoices and complaints together, rather than reconciling them by hand across systems.
- One view per client. Directors can open a client and see the commercial picture and the service picture side by side.
- Complaints next to money. Having complaints beside invoices and placements lets a director judge a client relationship before a difficult call, not after it.
- Fewer manual reconciliations. The aim is that the weekly spreadsheet exercise is replaced by a question to the brain.
I would like to hear from the team which of these they actually rely on and which they have drifted away from. That gives us something concrete to put in front of the wider group when the renewal is discussed.
5. Support and service
| Area | Position |
|---|---|
| Support tickets in the last 30 days | None |
| High priority tickets | None |
| Overdue invoices | None |
| Nightly refresh | Completed by 07:00 on business days, as for every tier |
A quiet support queue is welcome, but alongside softer usage it can also mean people have simply stopped trying. I would rather we treated it as a prompt to ask how the team is finding it than as a clean bill of health.
Payments are up to date, and I want to thank the finance team for that.
6. Risks and opportunities
Risks
- Falling active users could weaken the case for the subscription if the value is not visible to those who sign it off.
- If the brain is relied on by only a few people, their absence or a change of role would leave a gap.
Opportunities
- Bring the remaining licensed users into regular use, starting with the client-account directors who have not been asking questions.
- Build more dashboards with the Growth dashboards builder, so that the client views are in front of people without them needing to ask.
- Use the on-site training day add-on if the team feels a hands-on session would help adoption.
7. Plan for the next quarter
| Action | Owner | Timing |
|---|---|---|
| Short usage review with the client-account directors to find out who has stopped using the brain and why | Daniel Okafor with the Delancey Haig sponsor | Within the next couple of weeks |
| Refresh the client views and dashboards around what the directors say they need | Daniel Okafor | Before the renewal conversation |
| Agree a simple summary of value for the people who approve the renewal | Daniel Okafor and Priya Raman | Before the renewal conversation |
| Confirm renewal terms for the term starting after 2 Jul 2025 | Priya Raman | To be booked, ahead of 2 Jul 2025 |
8. Renewal
The current term ends on 2 Jul 2025. Priya Raman will take the commercial conversation and I will support it with the usage and value picture from this review. Any discussion of terms will follow once we have agreed how the team wants to use the brain over the coming year.
9. Next steps
- Delancey Haig to share who in the wider group would most benefit from a refresher.
- BB-Demo to run the usage review and report back.
- Both sides to meet again before the term ends to settle the renewal.
Just to close the loop: I will come back to you with the usage review findings by the next check-in.
Best wishes, Daniel